Customer Service Representative (Onsite)
Location: East Hartford, CT 06108
Schedule: Monday–Friday | 8:30 AM – 5:00 PM | Weekends Off
Duration: 3 months contract (Extension possibility)
Pay: $21/hr W2 (Without benefits)
Position Summary
We are seeking Customer Service Representatives to serve as the first point of contact for customers, assisting with program inquiries, account information, and password-reset support for an online consumer portal. This role requires strong listening skills, professionalism, and the ability to provide accurate information while ensuring a positive customer experience.
You will be responsible for resolving calls efficiently, maintaining excellent communication standards, and ensuring high-quality service on every interaction.
What You Will Be Doing
- Serve as the initial point of contact for inquiries from potential and current beneficiaries regarding client programs.
- Provide one-on-one telephone support to consumers and providers.
- Assist customers with account access issues, including password resets.
- Accurately respond to all incoming calls following established guidelines.
- Document customer interactions thoroughly and correctly.
- Forward calls to Call Center Leadership or appropriate state agencies as required.
- Deliver clear, accurate, complete, and objective information based on full understanding of program rules and processes.
- Log interactions in call-tracking systems; identify trends and recommend service improvements.
- Assist consumers in challenging or emotionally charged situations.
- Enter complaints and escalate when necessary, following approved procedures.
- Meet or exceed daily performance standards for call volume, service quality, and accuracy.
Who Succeeds in This Role
- Strong communicators who can explain complex information clearly and simply.
- Individuals with a solid work ethic, professional demeanor, and outstanding attendance.
- People who excel at both written and verbal communication.
- Skilled problem solvers with a customer-first mindset.
- Those with prior customer service or call center experience.
- Individuals who can navigate multiple systems and research solutions quickly.
- People who remain calm and solution-oriented when assisting frustrated customers.
- Candidates comfortable working full-time in a structured, high-volume call center environment.
Requirements
- Must be at least 18 years old.
- High School Diploma or equivalent and a minimum of 6 months call center experience;
OR Associate degree (or higher) with no call center experience required. - Ability to type at least 30 WPM.
- Must pass a customer service skills assessment.
- Successful completion of a criminal background check and 8-panel drug screen.